Triple Zero
for the 2020’s and beyond
Australians expect to reach Triple Zero when they need it most. But with reliability under a cloud, we need to firm up this service, improve transparency and modernise our emergency communications ecosystem.
Australians believe that access to mobile telecommunications is essential to daily life. And of all telco services, perhaps the most critical call is to Triple Zero.
The public expect to be able to reach Triple Zero exactly when and where they need it. But successive outages and chronic network coverage issues have shaken public confidence.
ACCAN is advocating for a modern, resilient emergency calling system that reflects how people actually use communications today. This includes stronger oversight, improved outage transparency, and reforms to ensure people can reach Triple Zero even during network failures.
Public safety is the priority, with a focus on making the system more reliable, transparent and robust.
What we’re calling for:
Undertake an expansive review into the functionality, objectives and sustainability of the Triple Zero (000) service. UNDERWAY
Modernise access to emergency services via video relay-to-000, text-to-000 and real time text-to-000. TBD
Modernise the Telecommunications Act to drive change in industry culture. As an initial step, the industry-drafted Telecommunications Consumer Protections Code needs to be replaced with binding, enforceable rules. UNDERWAY
Regulate telecommunications as an essential service. TBD
Implement wholesale and retail mobile network infrastructure performance standards. TBD
Improve transparency and accountability through measures such as a national. telecommunications outage register. UNDERWAY
Empower the Triple Zero Custodian to have end-to-end oversight of the Triple Zero system and require improvements from service providers and industry. TBD
Key items:
>>> OPINION PIECE (September 2025) - Government must act now to take back control of vital public safety service or risk losing more lives.
>>> SUBMISSION (November 2025) - Inquiry into Triple Zero Service Outages - ACCAN argues for a range of reforms to improve Triple Zero.
>>> POLICY POSITION (November 2025) - ACCAN calls for national register of telecommunication outages.
>>> SUBMISSION (February 2026) - Proposed register of telecommunications outages.
>>> MEDIA RELEASE (March 2026) - Triple Zero failures affect one in ten - system reform is now urgent, ACCAN.
>>> RESEARCH REPORT (March 2026) - Consumer Sentiment Tracker Wave 3 - Reliability.
>>> OPENING STATEMENT TO THE SENATE (April 2026) - Opening Statement - Telecommunications Legislation Amendment (Universal Outdoor Mobile Obligation) Bill 2025 - Carol Bennett, ACCAN CEO, ACCAN.
>>> ARTICLE (April 2026) - Telco regulator demands details of explosive Triple Zero consumer survey.
Join Our Call
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Who we are
The Fair Call Coalition is a group of 23 consumer advocacy organisations standing together to call for stronger protections for people using phone and internet services in Australia.
The Coalition includes organisations from across the community sector, including financial counsellors, disability advocates, regional groups, and legal centres. Together, we’re calling for stronger regulations to replace the current Code
